Value Co-Creation in Engineering Service Innovation: Resources and Capabilities Perspectives

Abstract

Purpose: This research focuses on firm resources and capabilities used for value co-creation in service innovation. Specifically, I investigated how service innovation is created in an in-ternational engineering company. The aim of this article is to reveal what resources and capa-bilities are employed by a service provider for value co-creation in the innovation project of engineering service and how they vary in particular stages of this project. Methodology: The research is based on qualitative methodology by a multi-case study strate-gy. Focus group discussion with senior managers and semi-structured interviews with project managers of the studied international engineering company were used as concrete data gather-ing methods. Data analysis was conducted using the content analysis method. Findings: The research revealed eight value co-creation activities accomplished by the engi-neering company and client during the engineering service innovation project. The activities are as follows: co-identification of the client’s problem, co-evaluation of ideas, co-defining of client’s requirements, co-analysis of environment, co-design, co-testing, and co-adoption, co-production, and co-activities after the launch. These activities are diffused in different project stages and demand a range of resources: expert knowledge, diagnostic, communication skills, trust, experience, technological equipment, human resources. Moreover, they require diverse capabilities: relational, innovative, analytical, negotiation, knowledge absorptive, planning, organizational flexibility, and cross-cultural. The intensity and variety of using the mentioned resources and capabilities differ relying on the value co-creation activity. Expert knowledge, communication skills as resources, and relational and innovative capabilities were empha-sized by the researchers most often. We hope these findings will represent a step toward a more coherent resource-based view (RBV) and service innovation theories. Implications: The study involved only one Lithuanian engineering company, so the research context may influence the findings. Another limitation is related to the small number of cases and research participants. Originality: Unlike previous studies that revealed the importance of single resources and ca-pabilities for service innovation, this study determined the range of resources and capabilities employed in different activities of engineering service innovation project stages, especially in the value co-creation activities performed by the engineering company and clients. Moreover, research also identified how resources and capabilities vary at different stages of these pro-jects.

Análise De Conteúdo Dos Fatores Que Levam À Inovação No Setor De Gastronomia

“…Segundo Lv et al ( 2021), é chamado de cocriação, associada à cadeia de suprimentos, de forma a se utilizar o conhecimento existente nos fornecedores, os quais são chamados de elos da cadeia, de forma a possibilitar a criação de novos pratos de forma conjunta, conduzindo a um processo de inovação conjunto, no que tange ao desenvolvimento de novos produtos, novos serviços de distribuição desses insumos gerados, melhorando também o atendimento ao cliente (Gegužytė & Bagdonienė, 2021). Segundo Tariq et al (2021), essas empresas passam a se transformar em organizações centradas no cliente, por meio, principalmente, da utilização da colaboração dos fornecedores, permitindo a integração dos recursos.…”

“…Esse aspecto também é corroborado por Lv et al (2021), quando afirmam que o uso da cadeia de suprimentos é uma forma de se utilizar os conhecimentos existentes nos fornecedores. Essa abordagem conduz a uma inovação conjunta, tanto no desenvolvimento de produtos, quanto de novos serviços (Gegužytė & Bagdonienė, 2021).…”

“…Além disso, existe a requisição aos fornecedores, no sentido de desenvolverem ou adaptarem algum ingrediente a uma nova receita, além do trabalho colaborativo, a fim de desenvolverem pratos ou cardápios conjuntamente e ajudar a distribuição e o fornecimento desse novo insumo. Esse tipo de abordagem conduz a um processo de inovação conjunto, tanto no desenvolvimento de novos produtos, quanto de novos serviços de distribuição desses insumos gerados, e de atendimento do cliente (Gegužytė & Bagdonienė, 2021).…”

Comunicação E Inovação Em Serviços Intensivos Em Conhecimento Criativo (C-Kibs): Um Estudo Bibliométrico

“…A co-criação aparece neste cluster voltada a uma criação de parceria junto com o cliente e a habilidade em comunicação é apontada como um importante recurso para o sucesso da inovação já que colabora para a disseminação do conhecimento e o relacionamento interpessoal entre cliente e empresa (Gegužytė & Bagdonienė, 2021).…”